Custom Finesse Desktop layout

[schwabcm]

Is there a way to modify the Finesse desktop layout to provide treatment that alerts the agent when certain criteria has been met?  This could be for when hold times exceed a certain time limit, or calls in queue reach a specific threshhold.  

Is this possible on UCCX 10.6 or does it have to a later version?

[Jonathan Schulenberg]

Yes. You can copy a stock Live Data report, set desired Thresholds on various columns, set appropriate permissions within CUIC so agents can execute it, and then include the View URL of that report in the Finesse Layout for that Team.

[geoff]

Are CUIC thresholds (change of colour) equal to "alerts"?

Regards,

Geoff

[dsobrinho]

Hi guys,

Is there some example to share?

Best regards

[lleweyiss]

I use the Thresholds  such as Greater Than or equal to 2  to change the field back ground color to Red if the Calls Waiting are 2 or above.   This is on a report that Jonathan mentions (Live Data - Save As - new report  and put the View ID in the Gadget for the Finesse desktop) ....  we also use that same concept  for Agents in Ready - when it goes to 0 we turn the background color )

[lleweyiss]

and yes we did this on UCCX 10.6.

screen shots of thresholds and example of gadget for custom desktop layout